Experience

Arrow Global Group

• United Kingdom
• Financial Services
• 300 - 400 Employee

• Senior Change Manager

  • Mar 2020 - Present

  Digital Transformation Project Manager – Digital transformation project, part of a BPO programme with Tesco Bank • Currently leading the team responsible for the delivery of a large transformation project • The projects focus is the creation of an integrated self-service platform for customers to manage loan and credit card products• Lead for the development, testing and delivery of the platform in agreed timescales, including team management, reporting, governance, risk, and budget management• Worked with the client to develop end to end solution, facilitating preferred customer journeys and outcomes while maintaining a strict commercial focus, ensuring the delivery of the expected business case Programme Manager - Group Digital Transformation• Led the delivery of new customer self-service web platforms across Arrow businesses from initiation to go live• Led the digital transformation of customer self-service for Shawbrook Bank, a BPO client, from initiation to go live, optimising customer journeys, UI and service design • Managed a delivery team using a blend of Agile and Waterfall methodologies. • Responsible for programme reporting and governance, risk management, business case development/performance and supplier commercial and contractual management• Worked with stakeholders to further develop a Digital roadmapProgramme Manager - Workplace Transformation – A programme to respond to Covid-19• Managed a team of workstream leads together with HR and business leads using an Agile methodology • Delivered a new workplace booking application and flexible and collaborative technology solutions • Created colleague personas and guides based around hybrid working model• Reductions in the number and size of office sites, oversight for managing site refurbishments Show less

• Change Manager

  • Mar 2019 - Mar 2020

  Change Manager – Group Digital Strategy – Creation of the Arrow Group’s (8 businesses across 5 countries) Digital Strategy• Worked with Group business leaders and SMEs to create problem and opportunity statements• Identified areas of focus and priority to transform the customer and client digital experience• Created detailed business case highlighting the benefits of different opportunities• This strategy was successfully presented to and approved by the Group CEO, COO, and other business leaders, leading to Arrow’s Group Digital Programme• Ran RFP process for a new group customer portal and app solution culminating in the successful appointment of a third-party providerProject Manager – Lean Six Sigma – Introduction of Lean & CI, re-engineering of teams and processes and implementation of Robotic Process Automation across 4 UK businesses• Exceeded the projects objectives and financial targets, given autonomy to target analysis and prioritise changes around the business to deliver agreed outcomes, including team restructures, process remodelling and outsourcing• Led a team of BAs and external consultants to review multiple business areas to identify areas for structural and process change resulting in a net saving of £1.1m over 3yrs. • Set up and managed 2 CI teams, allowing colleagues to suggest improvements which were then implemented• Led the delivery of robotic process automation, from vendor selection, competitive POC, the training of developers and BA’s, Agile development, and the UKs first deployments. Business Analyst Practice Manager • Managed a team of 5 BAs, responsible for people management, resource allocation and prioritisation. Introduced consistent standards, new ways of working and performance management to further professionalise the practice. Show less



Arrow Global Group

• United Kingdom
• Financial Services
• 300 - 400 Employee

• Project Manager and Business Analyst

  • Feb 2015 - Mar 2018

  Infrastructure Consolidation and Outsource Project – Consolidated internally and 3rd party hosted infrastructure solutions with a single outsourced cloud provider • Led the project team to create and execute a migration plan of over 90% of the UK businesses infrastructure to a new cloud platform. This was achieved with no loss of service for the business • Managed the vendor selection and RFP process, worked with internal stakeholders and vendors to ensure responses fed the projects scoring framework allowing an informed choice of supplier • Successfully managed commercial negotiation and contract agreement, delivering a robust technical solution and support model saving over £500k pa • Documented business and technical requirements which were incorporated in the projects RFP Site Closure and Transition Programme – Site closure and relocation project • Managed the successful transfer of systems and hardware to another site, followed decommissioning the existing site. Responsible for planning, delivery, risk management and governance • Provided oversight of other programme workstreams covering People and Process • Documented business and technical requirements for system transfers, infrastructure decommission and business continuity workstream • Created and ran RFP process for a new business continuity provider and site. Successfully selected a supplier, negotiated the contract, and managed the subsequent implementation at the site • Managed the site dilapidations, disposal, and transfer of materials ready for site handover GDPR – Technical readiness project as part of Arrow’s GDPR programme • Responsible for planning, delivery, risk management, governance, and team management • Managed deliverables to time and cost requirements ensuring Arrow were GDPR compliant • Led requirements gathering and documentation covering key deliverables including systems development, data anonymisation or deletion and subsequent process changes Show less



WEB APPLICATIONS UK LIMITED

• United Kingdom
• Software Development

• Business Analyst

  • Jul 2014 - Dec 2014

  • Worked with clients to understand and gather their business and development requirements • Produced user stories, requirements and functional specification documents for clients and developers • Managed end to end SDLC using Agile methodologies • Developed and managed project and feature testing • Worked with clients to understand and gather their business and development requirements • Produced user stories, requirements and functional specification documents for clients and developers • Managed end to end SDLC using Agile methodologies • Developed and managed project and feature testing



Royal Bank of Scotland Business

• United Kingdom
• Banking
• 700 & Above Employee

• Business Analyst

  • Nov 2013 - Jul 2014

  • Engaged stakeholders and developers to gather requirements, identify, prioritise system and process enhancements• Identified and streamlined systems and processes to create efficiencies• Worked across various investment products including fixed income, equities, derivatives, and loans• Simultaneously handled several projects and software releases delivered according to an Agile methodology• Created and implemented transition plans to offshore project and BA roles and functions

• Trade Support Analyst

  • Oct 2012 - Oct 2013

  • Responsible for the management and resolution of data issues preventing trade settlement and reconciliation• Gathered requirements from stakeholders to facilitate process and system enhancements• Business process mapping (UML) and systems analysis experience to create use cases, identify synergies, efficiencies, and gaps in control• Tracking exception trends, undertaking root cause analysis, and driving continuous improvement • Created test packs and scenarios to test relevant system changes and enhancements• Re-engineering of existing processes to increase control and efficiency with great success Show less



Credit Suisse

• Switzerland
• Banking
• 700 & Above Employee

• Operations

  • Feb 2008 - Sep 2010

  • Covered various back and middle office roles working in a variety of European securities markets • Worked directly with traders and clients to manage the timely booking and completion of trades and stock & cash reconciliations • Led a graduate project with a team of 3 who successfully implemented a project focused on delivering improvements to the cash reconciliation process • Undertook graduate training programme focused on learning about and working with a variety of financial products and markets Show less